Broadband delayed

[Alnaser]

Hello

I've subscribed to Sky Broadband since 6th October and I was told that the router will be installed at maximum 2 week time, now as I'm typing I have not received an update about Openreach dig work as I'm supposed to recive an update on 10th October.

Can I ask when this router will be installed? any help is appreciated.

Thank You

[Tom-W19]

Hi @Alnaser 

Thanks for your post and sorry to hear about the delay.

Have you checked on sky.com for the updates?

Just sign in with your Sky ID then click on Manage Orders and all updates are shown there.

Let me know if you have any issues and i will help anyway i can.

[Alnaser]

@Tom-W19 

Thank for your reply, did check my updates and I was supposed to get an update on the 10th Ocotber. Nothing yet from Sky on that regard.

[Alnaser]

Almost a week with no update from Sky or Openreach, don't know what's the reason for that.

[Tom-W19]

Hi @Alnaser 

Thanks for your reply.

I have escalated your post to our Community Team who will invite you to a private chat to look into this further for you.

Just look out for the blue chat bubble at the bottom of your screen.

Hope this helps and stay safe.

[Alnaser]

@Tom-W19 thank you and appreciate your help.

[Tom-W19 · Accepted solution]

After speaking with the OP i can confirm Openreach are still awaiting permission from the local council to complete the digging work and they will provide an update shortly.

All updates are sent via text message and can also be found on sky.com under Manage Orders.

[Alnaser]

@Tom-W19 Hello,

I have just checked my order and it seems there is no further update other than 4th November, can I kindly please know what is the current update to my Sky Broadband order? 

Thank you

[Lisa-P1987]

Update - Spoken to customer and provided update 🙂

[Nic1x]

Hi,

I contacted sky about my home move and informed them that I would need a new phone line installing. I was given just under a 2 week wait for broadband which was fine. The engineer then didn't arrive on that date and didn't communicate with me. 
I spoke to sky and I was given the next day as an appointment, again the engineer didn't arrive and I waited in all of that time. 
I then spent each day on the phone to sky (every day) to be told it was going to be the next day. Luckily I was on annual leave but it did mean I wasted my whole annual leave waiting in for sky!

Eventually I got through to open reach after my sky tv was connected and I spoke to that engineer. He arranged for some one from open reach to come and install the new line on the next Thursday between 1-5. Again I waited in this day and no one arrived and again no communication from anyone. Which meant another evening on the phone to sky! I eventually spoke to someone who was very helpful and arranged a new appointment for me but unfortunately because it was for 2 engineers to come out and install the new line she said the earliest appointment was in two further weeks time! Now I understand that there are delays but I have been in the house well over a month now and with it being lockdown I have really been struggling without internet. I also find it disgusting that there is no communication between sky engineers or sky themselves and customers regarding delays and time slots. I have stayed up after completing my night shifts As I am a key worker and I work as a nurse for the nhs and the engineer again has not arrived!! I have tried to contact sky to be Met with a message that they are training staff so they are closed today! I am absolutely fuming! And tired to say the least!!!!! 

[Greenfingers001]

Community Resolution Form:

Spoke with @Nic1x and booked in openreach with a prompt appoinment to continue the work required to get this customers broadband up and running.

Thanks and have a great day 

[simonc1973]

I am equally frustrated, I am moving into a new house next week, the current owner already has Sky broadband. I organised the move with Sky's home move team well in advance and gave plenty of time, yet I have now had a message to say that there is a delay due to Openreach, looks like my family will have no broadband when we move in.

I run a business from home and can't afford to be left without internet connectivity. I made this very clear when I spoke to the home move time and was assured it will all go smoothly.

Thanks Sky, had I known this when I agreed to stay with you (as I was out of contract) I would have gone with BT instead!!

Not happy.

[Pete+Nice]

@simonc1973 Yep - Sky will tell you all sorts of uninformed nonsense and the reality is Openreach are in charge as it's their infrastructure - they call the shots. Sky ask them to do something - Openreach tell them when it can be done and if that's not aligned to what Sky has promised there's nothing Sky can do about it.

[Lisa+Hickey123]

I have the same issue waiting nearly 4 weeks with forecast date been pushed back twice I have rang the my county council and they have not received and applications and as I have said it's been 4 weeks already currently trying to work from home with no phone coverage or 3G  @Anonymous 

[DeepsH]

Hi my broadband has been delayed since beginning of Oct and I'm so fed up of waiting. At first Sky needed permission from the council or house owner, then BT didn't have the equipment!!!! What's joke - a big company like BT doesn't have the equipment. Now Sky are saying they need permission to dig - they don't even have a portable WiFi system to help in the meantime - not good!!!!